Customer Service Executive - DSF - Shillong

Overview and Job Challenges

The Customer Service Executive plays a vital role in managing the day-to-day operational, financial, commercial, and administrative activities at the branch. This role requires ensuring full adherence to both regulatory and organizational policies. Key challenges include maintaining absolute accuracy despite frequent process changes and limited system validations, safeguarding confidential information with minimal infrastructure, and managing multiple software systems in conditions of bandwidth constraints. Additionally, this position requires managing sales team behaviors to maintain compliance with internal and external standards.

Primary Responsibilities

• Execute financial operations with precision, including receipting, banking, reconciliation, and detection of counterfeit currency.
• Manage cheque dishonor cases, safeguard branch keys and assets, and oversee petty cash expenditures.
• Support advisor licensing processes and provide sales-related assistance, such as updating contacts, preparing MIS reports, coordinating training programs, and facilitating communication during morning briefings.
• Identify and onboard local vendors according to procurement policies, ensure timely vendor payments, promote NEFT registrations, and assist in branch setup by coordinating with various departments.
• Handle legal, compliance, and taxation matters by ensuring timely tax remittances, representing the company in hearings, updating headquarters on notices, maintaining statutory displays, and enforcing AML and BCP guidelines.
• Manage advisor commission processes, including timely preparation and distribution of commission cheques and TDS certificates, resolving queries, and encouraging electronic payments.
• Provide HR, IT, and administrative support by overseeing employee onboarding and exits, managing IT issues, maintaining housekeeping and security services, and coordinating resource bookings.
• Oversee underwriting and new business processes by scrutinizing applications, coordinating with medical labs, facilitating faster policy issuance, and ensuring timely delivery of policy documents and refunds.
• Deliver accurate and courteous customer service with first-contact resolution, process claims documentation, handle reinstatement and financial transactions accurately on the same day, verify transactions authenticity, and participate in data cleansing exercises.
• Drive revenue conservation and generation by encouraging NEFT use, participating in persistency campaigns, promoting self-help payment tools, enhancing customer contactability, engaging customers for policy enhancements, and preventing forfeiture of policies.
• Manage cheque dishonour follow-ups, detect and report fraudulent claims and policies, and control branch expenses through cost-saving initiatives.
• Support recruitment and licensing processes, manage sales MIS and reports, coordinate reward programs, track new business application requirements, control agency laptop pools, handle sales promotion materials, and assist in fraud and compliance investigations.

Summary

This role requires a comprehensive approach to branch operational excellence, with a focus on accuracy, compliance, customer service, and revenue growth. The candidate will collaborate extensively both within the branch and with headquarters to meet organizational objectives.